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MaxOutlook™
Manual
MAX Communication Server
Release 7.0 Update 1
April 3, 2014
WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that
is immune to this type of criminal activity. AltiGen
Communications, Inc., will not accept liability for any damages,
including long distance charges, which result from unauthorized
and/or unlawful use. Although AltiGen Communications, Inc., has
designed security features into its products, it is your sole
responsibility to use the security features and to establish security
practices within your company, including training, security
awareness, and call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc., will not be liable for technical or editorial
errors or omissions contained within the documentation. The
information contained in this documentation is subject to change
without notice.
This documentation may be used only in accordance with the
terms of the AltiGen Communications, Inc., License Agreement.
AltiGen Communications, Inc.
410 East Plumeria Dr.
San Jose, CA 95134
Telephone: 888-AltiGen (258-4436)
Fax:
408-597-9020
E-mail:
[email protected]
Web site:
www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator,
MaxCommunicator, MaxAgent, MaxSupervisor, MaxInSight,
MaxOutlook, MaxCall, Enterprise Manager, AltiServ, AltiLink,
AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile Extension,
InTouch Dialer, AltiReport, and SuperQ are trademarks or
registered trademarks of AltiGen Communications, Inc.
All other brand names mentioned are trademarks or registered
trademarks of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2014. All rights
reserved.
Contents
CHAPTER 1
About MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing MaxOutlook on a Client System . . . . . . . . . . . . . . . . . . . . 4
Uninstalling MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
CHAPTER 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
IP Extensions Using IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Call Handling Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Changing Activity Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Recording Activity Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . . 16
Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . . 16
Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Performing Other Microsoft Outlook Tasks . . . . . . . . . . . . . . . . . . 19
Returning to MaxOutlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Exiting and Restarting MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . 20
CHAPTER 4
Handling Calls with MaxOutlook . . . . . . . . . . . . . . . . . . . . . 21
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
MaxOutlook Manual
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Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . .
Dialing Speed Dial Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working in the MeetMe Conference Window . . . . . . . . . . . . . . .
Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
E-mailing a Meeting Invitation. . . . . . . . . . . . . . . . . . . . . . . . . . .
Starting and Stopping a Meeting. . . . . . . . . . . . . . . . . . . . . . . . .
What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . .
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . .
Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . .
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dealing with Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Save at Remote Server or Export Locally. . . . . . . . . . . . . . . . . .
Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Attaching a Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monitoring the Activity of Other Extensions . . . . . . . . . . . . . . . . . .
Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . .
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calling a Monitored Extension . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
22
22
23
24
24
24
25
27
27
29
30
30
35
35
36
36
37
37
37
38
39
39
40
40
40
41
41
42
42
42
43
43
44
CHAPTER 5
Configuring MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Configuring Microsoft Office programs to show Max Smart Tag 49
Enabling / Disabling the Max Smart Tag in Internet Explorer . . . 49
iv MaxOutlook Manual
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Setting Up One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . 54
Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Working with Voice Mail Groups (Distribution Lists) . . . . . . . . . . 56
Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . . . 57
Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
CHAPTER 6
Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Logging in to MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
The MaxCall Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Using a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
APPENDIX A
Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . 69
Troubleshooting IP Connectivity from a Remote Location . . . . . 70
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
MaxOutlook Manual
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vi MaxOutlook Manual
CHAPTER 1
About MaxOutlook
Like MaxCommunicator, MaxOutlook allows you to obtain phone numbers
to dial from a Microsoft Outlook Contact list. MaxOutlook also lets you see
the incoming calls that have a matching record in the Contact list. You must
set up the Outlook Contacts list prior to using this feature.
Note:
Unlike MaxCommunicator, MaxOutlook does not support Outlook
Express, ACT! or GoldMine® contact management
Licensing
The following AltiGen licenses are required:
• MaxOutlook requires a MaxCommunicator seat license for each user,
or a MaxCommunicator session license.
• The IPTalk feature requires an IPTalk license for each user, or an
IPTalk session license.
• MaxCall requires a MaxCall seat license for each user or a MaxCall
session license.
A system administrator can assign and verify seat licenses in
MaxAdministrator by selecting License > Client SEAT License
Management from the main menu.
Limitations
• After installing MaxOutlook, launch Outlook right away to enable
MaxOutlook, otherwise MaxOutlook might not load. MaxAgent and/or
MaxCommunicator must not be running while you do this.
MaxOutlook Manual
1
Overview
MaxOutlook is a version of AltiGen’s MaxCommunicator call management
software. MaxOutlook is integrated into Microsoft Outlook (Outlook 2007,
2010, or 2013). It runs with MAX Communication Server ACC or ACM 7.0
systems. MaxOutlook users can access, configure, and perform several of
the system’s PBX functions directly from within Outlook, including call
handling, call forwarding, voice messaging, extension monitoring,
conferencing, and One Number Access.
• If you also use MaxCommunicator and/or MaxAgent, and Outlook
integration is enabled in those programs (in their Configuration >
Integration screen), always open Outlook first, before opening
MaxCommunicator or MaxAgent. Otherwise MaxOutlook may not load.
For example, suppose you don’t want to run Outlook in a given session
or period of time but you do open MaxCommunicator and/or MaxAgent,
and then later you need Outlook. Before opening Outlook, you must
close MaxCommunicator and MaxAgent completely, or MaxOutlook
may not load. After Outlook is open, you may again open MaxAgent or
MaxCommunicator.
2
MaxOutlook Manual
CHAPTER 2
Installation
The client system must meet the following minimum requirements.
Installation
Operating systems supported:
• Windows 7 (32-bit or 64-bit)
• Windows 8.1 (64-bit)
System requirements:
• IBM/PC AT compatible system
• 2GHz CPU or faster
• 1GB available hard drive disk space
• 512MB RAM
• SVGA monitor 1024 x 768 (or 800 x 600) with 256 color display, or
better
• Keyboard and mouse
• A sound card in the computer, if using IPTalk
• MAX Communication Server ACC 7.0 Update 1 or MAX
Communication Server ACM 7.0 Update 1 running on a server
accessible to this client.
• Microsoft Outlook 2007, 2010, or 2013 installed
• Microsoft .NET 3.5 framework or higher
Note:
The 64-bit version of Microsoft Outlook is not supported.
Pre-Installation Checklist
Before installing MaxOutlook, make sure the following is done:
• MAX Communication Server ACC 7.0 Update 1 or MAX
Communication Server ACM 7.0 Update 1 has been installed on the
system server.
• TCP/IP is enabled on both machines.
• The client is able to connect to the server on the network.
• The person installing MaxOutlook has local or domain administrator
rights on the client computer.
MaxOutlook Manual
3
• The extension affiliated with the client PC has a MaxCommunicator
Seat License assigned to it, or there is a MaxCommunicator Session
License installed in the MAXCS system.
• Outlook 2007, 2010, or 2013 is installed on the client computer
Installing MaxOutlook on a Client System
When the above items are done, follow these steps on the client machine:
1.
Close all Windows applications.
2.
Insert the MaxCS DVD into the drive.
3.
Open the MaxOutlook folder and run the Setup program, following the
instructions on the screen.
4.
When installation is complete, launch Microsoft Outlook. A message
may prompt whether to install this customization.
5.
Click Install. MaxOutlook completes its installation.
Alternative installation: If your system administrator has loaded MaxOutlook
on a shared network server, you can copy the files in the MaxOutlook folder
to your desktop computer, and run the MaxOutlook Setup program.
Uninstalling MaxOutlook
1.
From the Windows Start menu, select Control Panel > Add/Remove
Programs > MaxOutlook 7.0 Update 1 to uninstall MaxOutlook.
2.
Click Remove, and respond to any additional prompts.
4
MaxOutlook Manual
Automatic Upgrade
Each time you start up MaxOutlook, a comparison is made with the version
of MAX Communication Server ACC/ACM that is running on the server. If
updates were made on the server, and your version of MaxOutlook is outof-date, you are prompted for upgrade permission. If you automatically
upgrade, the MaxOutlook startup is terminated and a software upgrade
session is started. Restart MaxOutlook to run the newer version.
For remote MaxOutlook users outside the firewall, TCP port 10050
is required to be open to allow automatic upgrade. Automatic
upgrade over the Internet requires the sending of 15 MB files over
the WAN, which may take some time, to perform the automatic
update.
Downgrade Procedure
1.
Go to Control Panel > Add/Remove Programs and remove
MaxOutlook 7.0 Update 1 and ALL OTHER 7.0 Update 1 client
applications (including MaxCommunicator, MaxSupervisor, MaxAgent,
AltiConsole and CDR Search).
2.
Reboot your system.
3.
Install the earlier MaxOutlook software, as appropriate.
MaxOutlook Manual
5
Installation
Note:
6
MaxOutlook Manual
CHAPTER 3
Getting Started
Start Microsoft Outlook.
If you are connecting to the Internet through a modem connection, before
you log in, establish a session connection from your PC to your local Internet
service provider. If you’re using a low-speed connection, the login may take
some time, since a large amount of data is transferred to your desktop.
Note:
The MaxOutlook login screen appears.
Logging In
1.
If this is your first login to this MAX Communication Server ACC/ACM
system, enter the system server’s IP address or the name of the system
server you will be using. To obtain the server name or IP address, ask
your system administrator.
(Subsequently, when you log in, you’ll see the IP address in the Server
Name field. You may use the drop-down list to select a different server,
if more than one server is available.)
MaxOutlook Manual
7
Getting Started
For users running Windows XP, a firewall protection Security Alert
may pop up when opening the login window. If this happens, click
Yes to allow MaxOutlook to run.
2.
Enter your Extension number and Password assigned to your phone.
(You can also log in as a workgroup or a huntgroup.)
If you want to store your login password and have it entered
automatically the next time you log in to MaxOutlook, check the Always
save password check box.
Note: Up to eight unsuccessful login attempts are allowed, after which
login will be disabled for from 1 to 24 hours (depending on the
duration set by your system administrator).
3.
If your extension is an IP extension and you will be using a headset,
check the Enable IPTalk softphone option. (An AltiGen IPTalk license
must be assigned to your extension.)
(Even if you do not have an IP phone, as long as your extension is set
up as an IP extension by your system administrator, you can check the
Enable IPTalk softphone check box.)
See “Logging In Remotely” on page 8 for more information on using IP
extensions remotely.
4.
If you will be using MaxCall and a MaxCall license is assigned to your
extension, check Enable MaxCall. (MaxCall is described in “Using
MaxCall” on page 65.)
5.
Click Sign In or press the Enter key. To back out of signing in, click
Cancel or press the Esc key.
Logging In Remotely
You can use MaxOutlook from a remote location if
• MaxOutlook and Microsoft Outlook are installed on your remote
computer
• Your extension is configured as an IP or mobile extension by your
system administrator
• You have an AltiGen-certified IP phone or are using IPTalk
Consult your system administrator or authorized AltiGen dealer for details
on obtaining this equipment.
All the call handling functions are the same as when you log in locally, with
the exception of the ability to configure One Number Access. You can pick
up voice mail, forward local business office phone calls to another site such
as a home desktop PC, and even receive phone calls as you would at the
office.
8
MaxOutlook Manual
To log in from a remote location,
1.
If you connect to the Internet through a modem connection, establish a
connection to your internet service provider (ISP).
2.
Start Microsoft Outlook and, when the MaxOutlook login screen
appears, log in to MaxOutlook using your Extension and Password as
usual.
3.
If you will be using a headset plugged into your PC, check the Enable
IPTalk softphone check box. (An AltiGen IPTalk license must be
assigned to your extension.)
4.
Click OK.
An AltiGen-certified USB headset system is recommended for IP extensions
using IPTalk (your phone system administrator or AltiGen dealer can
recommend headsets).
Important: You can run only one instance of MaxOutlook with IPTalk per
system.
To make and receive calls using IPTalk,
1.
Connect your headset to your computer.
2.
Use the MaxOutlook dialing and call accepting functions as usual to
make and receive calls.
When Connection Is Broken
When a connection with the phone server is broken, a message box pops
up asking if you want to connect again. Click Yes to restore the connection
without having to go through the log-in process again.
MaxOutlook Manual
9
Getting Started
IP Extensions Using IPTalk
Overview of the Main Window
After you log in to MaxOutlook, Microsoft Outlook displays the MaxOutlook
status bar and call handling toolbar and the Microsoft Outlook folder you
were last working in. If that was not MaxOutlook, then click the MaxOutlook
folder to switch to the MaxOutlook screen.
Dial field
MaxOutlook status bar
MaxOutlook toolbar buttons
for handling calls
Call information is displayed in this panel
MaxOutlook folder in
Microsoft Outlook
Tabbed pages
In Outlook 2007 and 2010, the call controls are on the Add-Ins tab. In
Outlook 2013, they are on the MaxOutlook tab.
10 MaxOutlook Manual
If you checked Enable IPTalk when you logged in, two more buttons on the
status bar let you mute the call and control the volume.
Mute button
Note:
Volume control
In some versions of Outlook, you adjust the volume by clicking the
arrow and choosing a volume level from 0 (muted) to 100 (loudest).
Status Bar
From the status bar you can do the following:
• See the extension you’re logged into.
When a call is ringing your extension, the green ball changes to red
and the caller’s name (if available) and number appears.
• Change your activity state from the drop-down list. (See “Changing
Activity Status” on page 15.)
• See the number of unopened voice mails. Click this button to open the
Voicemail tab.
• Turn Do Not Disturb (DND) on and off. (See “Turning Do Not Disturb On
and Off” on page 16.)
MaxOutlook Manual
11
Getting Started
You can customize the MaxOutlook display: select the toolbar buttons,
columns, and tabs you need and their order of appearance; and sort
columns in ascending or descending order. See “Customizing the Display”
on page 17.
• If you’re using IPTalk, you can mute the call (using the Mute toggle
button) and control the volume using the volume control.
Mute button (toggle)
Volume control
• Configure MaxOutlook. (See “Configuring MaxOutlook” on page 47.)
• Open help.
Call Handling Toolbar
MaxOutlook’s call handling toolbar provides:
• A Dial field where you input the number to dial
• Buttons to connect, transfer, send a call to voicemail, conference,
hangup, send a call to AA (auto attendant), flash, record, redial, hold,
intercom, and enter an account code
Dial field where you can
input the number to dial
Note:
Click the wrench to add or remove
buttons from the MaxOutlook call
handling toolbar
In some versions of Outlook, the call controls are on the Add-Ins
tab.
You can choose the buttons you want and the order in which you want them.
See “Customizing the Display” on page 17.
12 MaxOutlook Manual
Call Information Panel
The call information panel displays several columns of information about
calls:
Record — shows when a call is being recorded
State — the state of the currently active call:
• AA — the call is being transferred to an auto attendant
• Busy — callee is busy or not available
• Call Pending — the call is placed into a workgroup queue
• Conference — the call is in conference
• Dial Tone — a dial tone is present, and MaxOutlook is ready to dial out
• Error — receipt of an error tone
• Hold — the call is on hold
• Hold Pending — the call is being transferred or conferenced
• Idle — the extension is not in use
• Play VM — playing voice mail (The Duration field displays the duration
of the voice mail as it plays. The duration display does not reflect fast
forward or rewind.)
• Record — recording an introductory message
• Ringback — caller sees this state while the callee’s phone is ringing
• Ringing — an outgoing call is ringing another phone or an incoming
call is ringing your phone
Name — the name of the person on the other end of the call, if available
Number — the phone number at the other end of the call
Group — your workgroup number for this call
DNIS — the DNIS number, if appropriate
Duration — duration of the call
Conference — indicates the conference host
Tabbed Pages
Nine tabbed pages are available on the bottom half of the MaxOutlook
screen: Directory, Monitor, History, Contacts, Voicemail, Speed Dial,
Greeting, MeetMe, LinePark. (If you have enabled MaxCall, the MaxCall tab
is available also. MaxCall requires a license and is discussed in “Using
MaxCall” on page 65.)
MaxOutlook Manual
13
Getting Started
• Connect — the call is connected
Directory — Lists the extensions of people at the company. Columns
include: Type (local, remote), Extension, Name, Activity, Department,
Location.
Monitor — A list of extensions you have chosen to monitor. Columns
include: State, Extension, Name, Activity, DND/FWD, Caller Name,
Number, Department, Location, DNIS, and Duration. See “Monitoring the
Activity of Other Extensions” on page 42.
History — A history of your incoming, outgoing, and missed calls. Columns
include: Direction (incoming, outgoing, missed), Number, Name, Date/Time,
Duration, DNIS, Group, and Note.
Contacts — A list of contacts you have added to your MaxOutlook.
Columns include: Name, Company, Business Phone, Mobile Phone, Email
Address, IM Address, Home Phone. You can right-click on a contact to pop
up the contact’s information in Microsoft Outlook.
Voicemail — A log of unopened and opened voice mails left at your
extension. Columns include: Type, Number, Caller Name (if available from
extension information or from an external database), Date/Time, Duration,
and Note. See “Dealing with Voice Mail” on page 39.
Speed Dial — A list of speed dial numbers entered by the system
administrator and entered at the extension. Columns include: Type
(extension speed dial or system speed dial), ID, Name, Number, and Note.
See “Dialing Speed Dial Numbers” on page 23.
Greeting — From the Greeting tab, you can record and review greetings
for each Activity state. See “Recording Activity Greetings” on page 15.
MeetMe — From the MeetMe tab, you can schedule and monitor phone
meetings. See “MeetMe Conference” on page 29.
Line Park — Shows calls parked for line park groups that you are a member
of. You can pick up a parked call from the LinePark tab. Columns include:
Park (the Park ID), Extension, Caller Name, Number, DNIS, and Duration.
To park a call in MaxOutlook, click the Flash button on the call control tool
bar (you must customize your tool bar to display the Flash button), enter
#41 (system call park) or #31 (personal call park) in the dialer field, then click
the Connect button on the call control tool bar.
14 MaxOutlook Manual
Changing Activity Status
You can specify your whereabouts, so that others are informed.
Click the Down arrow on the Activity button and choose the appropriate
category:
• Available (System) (the system greeting is used)
• Available (Personal) (your personal greeting is used)
• Meeting
Getting Started
• Away
• Travel
• PTO (personal time off)
Your system administrator may have configured additional (Custom)
activities to select from.
The activity category you select appears beside the button. Keep your
Activity status updated.
Recording Activity Greetings
You can record a different greeting for each Activity status. To do so, click
the Greeting tab, and select an Activity. Then click the Record button at the
bottom of the tab to record a greeting. (Alternatively, you can right-click the
activity, and select Record.) Use your phone or headset to record the
greeting.
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15
To hear the greeting played back, click the Review button. Change your
greeting whenever you want to.
Turning Do Not Disturb On and Off
The button is a toggle that turns Do Not Disturb on and off.
When Do Not Disturb is on, all incoming calls are forwarded according to
your Enable Busy Call Handling settings.
Note:
If the system administrator has disabled the Do Not Disturb feature
for the extension, the DND feature will not be available to you. If you
select DND, an alert pops up informing you that DND is not allowed.
Searching in the Tabbed Windows
Searching is available in these tabs: Directory, History, Contacts, Voice
Mail, and Speed Dial.
To search,
1.
In the Search in field, select the column you want to search in.
2.
Put your cursor in the field beside the magnifying glass, and type what
you’re looking for. The search begins as you type, and the list is
narrowed to records that match what you’re typing.
3.
When you begin a new search, all the information that was on the tab
reappears. Or you can clear the field beside the magnifying glass or
make another selection in the Search in field, and you’ll see all the
information on the tab.
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Customizing the Display
You can customize the MaxOutlook display to meet your needs in the
following ways:
• Specify the columns you want to see by right-clicking a column
heading and checking or unchecking columns in the pop-up list.
Checked columns will be displayed.
Getting Started
• Resize columns by placing the cursor on a column divider in the
header area until the cursor changes to a two-headed arrow. Click and
drag the column divider to where you want it.
• Rearrange columns by clicking and dragging a column name to the
location you want.
Dragging the Record column to the right
• Sort columns in ascending or descending order by clicking the column
heading. An ascending (first to last) or descending (last to first) arrow
appears. Click the column heading again to sort in the reverse order. If
you click a column heading, and all the data in that column is the same,
MaxOutlook keeps the sort order of the previously clicked column.
Ascending order
Descending order
• Add, remove, and rearrange the toolbar buttons in MaxOutlook by
clicking the Toolbar Customization button in the call handling toolbar.
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17
The buttons displayed in MaxOutlook are in the right-hand list. To
remove a toolbar button, select it and click Remove. To add a toolbar
button, select a button from the list on the left, and click Add. To
rearrange buttons, select a button from the list on the right, and click the
Up button or Down button, until the toolbar button is where you want it.
When finished, click OK.
• Pop up MaxOutlook when you get an incoming call while you are
doing something else. See “Call Alert Options” on page 59.
• Specify the tabs you want to see. To select the tabs you want to
display, right-click on the area to the right of the tabs. A list of tabs
appears:
18 MaxOutlook Manual
You can’t change the order of the tabs by clicking and dragging, as you
can with columns. To change the order of the tabs, uncheck all except
the tab you want to appear first. Then recheck each tab you want in the
order in which you want it. The tabs will be displayed in the order in
which you check them. If you uncheck all the tabs and then want to
display tabs again, click the MaxOutlook Configuration button in the
MaxOutlook status bar and go to Customization > Tab Layout.
Performing Other Microsoft Outlook Tasks
To work on other tasks in Microsoft Outlook, click the appropriate Outlook
folder or use an available menu command, shortcut, or button in the
Microsoft Outlook toolbar, as usual. For example, to check your Outlook
Inbox, click the Outlook Inbox folder.
The MaxOutlook status bar and call handling toolbar always remain visible.
Returning to MaxOutlook
To return to the MaxOutlook screen, you can do any of the following:
• Click the MaxOutlook folder.
• Click a button in the MaxOutlook call handling toolbar.
• Click the Voicemail button in the MaxOutlook status bar.
When a call is coming in, MaxOutlook will pop up if you have configured it
to do so in the MaxOutlook Configuration screen.
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19
Getting Started
They are all checked, by default. Uncheck the tabs you don’t want to
display.
Exiting and Restarting MaxOutlook
To close MaxOutlook, exit Microsoft Outlook.
Important: Programs take time to exit completely. Before you try to restart
Microsoft Outlook, make sure that it goes through its entire
shutdown procedure first. If it does not shut down completely,
and you restart it, Microsoft Outlook will launch without
MaxOutlook and without any access to MaxOutlook.
Waiting a few minutes should give Microsoft Outlook enough
time to exit completely.
If you’re not sure the exiting process is complete, you can open
Windows Task Manager to find out. To do so, right-click on the
task bar and choose Task Manager. Click the Task Manager
Processes tab, look in its Image Name column, and make sure
that OUTLOOK.EXE is not listed. (You can sort the column by
clicking on the column heading.) If OUTLOOK.EXE is not listed,
then it has successfully exited, and it is safe to restart it.
20 MaxOutlook Manual
CHAPTER 4
Handling Calls with MaxOutlook
This section shows how to manage your calls, voicemail messages, and
contacts.
• Ways to answer calls, see “Answering Calls” on page 21
• Ways to dial out, see “Dialing Out” on page 22
• How to put calls on hold, see “Placing Calls on Hold” on page 24
• How to use call waiting, see “Using Call Waiting” on page 24
• Ways to transfer calls, see “Transferring Calls” on page 25
• How to make conference calls, see “Conference Calls” on page 27
Call Handling
• How to record calls, see “Recording Calls” on page 37
• How to use account codes, see “Using Account Codes” on page 38
• Managing voicemail messages, see “Using Voice Mail” on page 39
• How to monitor extensions, see “Monitoring the Activity of Other
Extensions” on page 42
• How to see a history of your calls, see “Viewing the Call History” on
page 43
• Managing contacts, see “Using the Contacts Tab” on page 44
Answering Calls
To answer a call click the word Ringing in the call’s State cell. The state
changes to Connected.
Or, click the Connect button in the MaxOutlook toolbar.
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Dialing Out
To dial a number, click in the dialing field, enter a number or name, press
the Enter key, and then click the Connect button in the MaxOutlook toolbar.
Note:
To clear the dialing field, delete the number in it, and then press the
Enter key.
The Call Information panel displays the state of the call:
Shortcut-Key Dialing and Smart Tag Dialing
Shortcut-key dialing — If you configured your MaxOutlook to let you use
shortcut keys to dial a selected phone number in another program, for
example, Excel or Internet Explorer, you can make a call by selecting the
number and using those shortcut keys. To find out more about this option
and how to configure it, see the discussion of “Select-n-Dial.”
Smart Tags — If you configured your MaxOutlook to enable Smart Tags,
you can call phone numbers from Internet Explorer by clicking a number in
IE that has a dotted underline, or from Microsoft Office programs by
selecting Dial By MaxClient from a Smart Tag beside the number. To find
out more about this option and how to configure it, see “General Information”
on page 47.
Note:
If you have more than one MaxClient installed (MaxCommunicator,
MaxAgent, MaxOutlook, or MaxCommunicator/Agent within
Microsoft Office Communicator), and you have enabled Smart Tags
on more than one, it is best to open only the one you want to do the
dialing. If you have more than one open, MAXCS may not use the
program you want it to use.
If more than one Smart Tag-enabled program is open, MAXCS will
use the first one it finds, using this search order:
MaxCommunicator, MaxAgent, MaxOutlook.
Additionally, if you were using the Smart Tag method with a
particular program, for example, MaxOutlook, and then you open a
Smart Tag-enabled MaxAgent, MAXCS will continue dialing a
Smart Tag call through MaxOutlook. To have the call dialed through
MaxAgent, close MaxOutlook.
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Dialing Speed Dial Numbers
To dial speed dial numbers, click the Speed Dial tab:
Click the number to make the call
This tab lists speed dial numbers that you have configured at your extension
(extension speed dial numbers), and it lists speed dial numbers, if any, that
have been set up for your extension by the system administrator (system
speed dial numbers). You can see in the Type column which numbers are
extension speed dial numbers and which are system speed dial numbers.
Setting Up and Editing Extension Speed Dial Numbers
To set up an extension speed dial number:
1.
Click the Speed Dial tab and double-click an empty Extension type row.
The Extension Speed dialog box pops up.
2.
Enter a name, number, and note if desired.
When you add an outside number, all relevant prefix digits such as
trunk or route access number, the long distance prefix 1 and area codes
must precede the phone number.
3.
Click OK.
You can enter up to 20 speed dial numbers.
Note:
Extension-type speed dial numbers are also set up by using the #25
feature code on your phone set.
To edit a speed dial number in MaxOutlook, double-click in its Type, ID, or
Name columns. The Extension Speed dialog box pops up. Make your edits,
and click OK. To delete the information, clear the fields and click OK. If you
just want to edit a note, you can double-click in the Note field on the Speed
Dial tab and edit the note right in the table.
For system-type speed dial numbers, you can edit the note, but only the
system administrator can edit the other fields.
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Call Handling
To call a speed dial number, click the number in its Number column.
Redialing
To redial the last number called, click the Redial button on the MaxOutlook
toolbar. If the Redial button is not on your MaxOutlook toolbar, you can
display it by clicking the Toolbar Customization button and adding the
Redial button to your Toolbar list. Click OK.
Placing Calls on Hold
During a phone call, either click the word Connected in the call’s State cell
or click the Hold button in the MaxOutlook toolbar. The state of the call is
changed from connected to a hold state and you will hear the dial tone.
Click Hold in the call’s State cell to release the hold and reconnect the call.
Note:
When a call is put on hold automatically by the system (to queue),
the system will ring you after two minutes if the call is still on hold.
Using Call Waiting
During a call, you may receive another incoming call. To answer the call,
click Ringing in the new call’s State cell. The call to which you were
connected goes to the hold state.
Click Ringing
to answer
second call
The first call
goes to Hold
state
When you are ready to reconnect to the call on hold, click Hold in the State
cell of the call. The call goes to the connected state.
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Transferring Calls
MaxOutlook allows for both supervised transfer (in which you confirm the
transfer with the target) and blind (unsupervised) transfers.
You may transfer calls in the following ways:
Dragging — Drag and drop the call (either while it’s ringing or connected)
onto the target number on the Directory, Speed Dial, Contacts, or Monitor
tabbed pages.
Dialing — While connected to a call, in the dialing field enter the target
number you want to transfer to, then click the Transfer button in the
MaxOutlook toolbar.
Clicking — If the target number is on the Directory, Speed Dial, Contacts,
or Monitor tab, click it. Then click Transfer.
You’re asked to confirm the transfer.
At any time before or after the person you’re transferring to answers the
phone, you can cancel the transfer by clicking the No button or by closing
the dialog box.
If the transfer is canceled, MaxOutlook reconnects the call to your
extension. The call is also reconnected if the third party doesn’t answer.
Transferring to Voice Mail
While connected to a call, click the To Voicemail button in the MaxOutlook
toolbar. In the box that pops up, choose the extension you want to send the
call to, then click OK. (You can sort extensions by number or by name.)
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25
Call Handling
You can click Yes before the party answers to do a blind transfer, or you can
wait for the person to answer and then confirm or cancel the transfer.
Note:
You can also forward a call to voice mail without answering it by
clicking the button while the call is ringing.
Transferring to Auto Attendant
To transfer a call to an auto attendant, while connected to the call click the
To Auto Attendant button in the MaxOutlook toolbar. The AA Selection box
pops up. Use the drop-down list to select an auto attendant to transfer to.
(You can sort the list by number or by name.)
Note:
You can forward a call to an auto attendant without answering it by
clicking the button while the call is ringing.
Forwarding Calls Using Do Not Disturb
If allowed, click the DND button to forward all incoming calls according to
your “Enable Busy Call Handling” settings. See “Busy Call Handling and No
Answer Handling” on page 52.
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Conference Calls
There are two types of conference calls in MaxOutlook:
• Station conferencing. In this type of conferencing, when you’re on a
call, you can dial a third party and then conference that party in to the
call. Any internal user is able to add parties to this type of conference
call.
• MeetMe conference. If your company has this feature available, you
can schedule a meeting to take place at a specified time in the future
and invite people to the meeting. Invited people call the MeetMe
conference extension number to join the meeting at the designated
meeting time. (See “MeetMe Conference” on page 29.)
Station Conferencing
Using this method, you may conference up to six calls.
In order to conference incoming calls, Single Call Waiting,
Multiple Call Waiting or Live Call Handling must be checked in
the MaxOutlook Configuration window, Extension > Call Handling
screen.
You may conference calls in the following ways:
• Dragging — While connected to one party, drag a Hold call to the
Connected call, or drag a number from the Directory, Speed Dial,
Contacts, or Monitor tabs to the Connected call. Repeat to add more
callers. Each call in the conference displays Conferencing state.
• Dialing — While connected to one party, in the dialing field enter the
extension or phone number you want to conference with, then click the
Conference button.
While MaxOutlook dials the new number, the other party or parties go
into Hold Pending state, and you see a confirmation dialog box.
After the dialed party answers, click Yes. If the dialed party does not
answer, click No.
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27
Call Handling
Note:
• Selecting from Menu — When a call is on hold, you can add it to the
conference by right-clicking the call and selecting Join to Conference:
Canceling Conference Calls
You can cancel the conference using any of the following methods:
• Click the No button in the conference confirmation dialog box.
• Close the conference confirmation dialog box.
• Click the FLASH button.
• Right-click the appropriate call and select Drop From Conference.
Normally, after canceling you will be reconnected automatically to the initial
call. If you are not automatically reconnected and want to reconnect to the
first call, click the call’s Hold Pending state cell.
Note:
The conference host is the user who initiates the conference call,
and only the conference host can drop a call from conference. If the
conference host hangs up, no one else in the conference call can
drop a call from the conference.
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When Conference Participants Are Reduced to Two
The station conference bridge is released when the number of conference
participants is reduced to two. The displayed state changes from
“Conference” to “Connected” in MaxCommunicator. The call can then be
transferred, parked, or tagged with an account code, and another party with
privilege can monitor, barge in, listen to, or coach the call.
MeetMe Conference
If your company has this feature available, you can schedule a phone
meeting to take place at a specified time in the future and invite people to
the meeting. Invited people call the MeetMe conference extension number
to join the meeting at the designated meeting time.
To schedule a phone meeting, click the Schedule Meeting button.
Call Handling
Using this window, you can:
• Create a one-time or recurring meeting and set its parameters
• Send an e-mail invitation (using Microsoft Outlook) to participate in the
meeting
• Start and stop a meeting
• Modify or delete a meeting
• See meeting ID, subject, scheduler, time, frequency, start time, end
time, the last time the meeting started, its status, and the resource
being used.
• Display or hide outdated meetings
• Modify column display
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Working in the MeetMe Conference Window
• Click a button to perform a function (for example, create a meeting).
The buttons at the bottom of the window are labeled with their function;
the buttons at the top of the window perform the same functions. In
addition, at the top of the window, you can choose to display outdated
meetings by checking the Display Outdated Meetings check box.
Deselect the check box to hide outdated meetings.
• Select an existing meeting to perform a function on it (for example, to
start or stop the meeting). You can select one meeting at a time.
• Functions can also be performed on an existing meeting by rightclicking the meeting and selecting from the context menu.
• Click a column heading to sort by that column. An arrow is displayed
that indicates the sort order, ascending or descending. Click again to
reverse the sort order.
Arrow indicates sort order
• Use the scroll bar at the bottom of the window to display additional
columns, if necessary.
• Change column size by clicking and dragging a column border.
• Change column order in the current window by dragging a column
heading to where you want it.
• You can open more than one MeetMe Conference window and work
with different meetings and displays in each one. Modifications you
make to the display in a MeetMe Conference window are not retained
after you close the window.
• You can double-click a meeting to open the Modify Meeting dialog box.
Using the Calendar Button
The Create Meeting and Modify Meeting dialog boxes use Calendar buttons
for date selection. To select a date, click the Calendar button. When the
calendar is open, use the Up/Down arrows to select the year, or you can
type in a year and then press Enter.
Click the Calendar button again to close the calendar.
Creating a Meeting
To create a meeting, click one of the Create buttons.
30 MaxOutlook Manual
The options in the
middle panel
change, depending
on the frequency you
select
Call Handling
The following parameters apply to all meetings:
Parameter
Description
ID
The conference ID is created by the system.
Scheduler
The name of the person scheduling the meeting.
Schedule
Time
The time the Create Meeting dialog box was
opened to create this meeting.
Subject
Identifies the subject or type of meeting. What
you enter here should be easily identifiable in
the meeting list.
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Parameter
Description
Reserved
Seats
Use the Up/Down arrows or type in a number,
up to 30, to indicate the number of expected
participants. If your company’s phone system
allows it, you can invite up to 120 participants.
If the conference has more than 30 members,
by default all the members are muted. The
conference host can un-mute up to 30 members
concurrently.
Host
Select the extension number of the host of this
meeting. The host can start and stop the
meeting and can mute and drop meeting
members.
Frequency
Select the frequency of this meeting from the
drop-down list. A “weekly” or “monthly” meeting
can actually be specified as every 2nd week/
month or every 3rd week/month, and so on.
Middle panel:
Options in the middle panel vary according to the frequency of
the meeting. See the sections below this table.
Require
Conference
Passcode
If you check this, no one can participate who
does not enter the conference passcode that you
supply.
Passcode
If you are requiring a passcode, enter it here.
Announce
Participant
Name
If you want participant names announced when
they enter the meeting, check this check box.
Fill in the fields of the Create Meeting dialog box, and click OK. See the
following sections for directions on filling in the fields in the middle panel of
this dialog box.
Note:
If other scheduled meetings have already reserved resources for
the time period, and sufficient resources are not available for the
meeting you are attempting to schedule, a message pops up telling
you that there is a resource conflict.
32 MaxOutlook Manual
One Time Only Meeting
If you select One Time Only from the Frequency drop-down list, these are
your options in the middle panel:
Specify the duration of the meeting, using the Up/Down arrows.
2.
If the meeting is to begin as soon as it is scheduled, select Now.
3.
If the meeting is to begin at another time, select On Date, and enter a
date and start time. To select a date, click the Calendar button. To
select a start time, click the Down arrow and use the slide bar.
Weekly Meeting
If you select Weekly from the Frequency drop-down list, these are your
options in the middle panel:
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Call Handling
1.
1.
In the Duration field, specify the duration of the meeting, using the Up/
Down arrows.
2.
In the Start field, specify the start of the meeting by clicking the Down
arrow and using the slide bar.
3.
In the Every field, specify how often this meeting is to occur: every
week, every other week, every three weeks, and so on.
4.
Check the day of the week on which this meeting will occur.
5.
In the Range of Recurrence panel, use the Calendar button to select a
date for the first meeting.
6.
Select End after x occurrences and choose the number of times the
meeting is to occur or select End by and click the Calendar button to
specify a date at which the meetings will cease.
Monthly Meeting
If you select Monthly from the Frequency drop-down list, these are your
options in the middle panel:
1.
In the Every field, specify how often this meeting is to occur: every
month, every other month, every three months, and so on.
2.
In the Duration field, specify the duration of the meeting, using the Up/
Down arrows.
3.
In the Start field, specify the start of the meeting by clicking the Down
arrow and using the slide bar.
4.
Select either On Date to specify a day of the month by number (for
example, the 10th day of the month) or select On to specify a day of the
month by name (for example, the first Monday of the month).
34 MaxOutlook Manual
5.
If you use On Date, the specified date (for example, the 10th day of the
month) may sometimes fall on a weekend day. Check the box Hold
during weekend, if the meeting will be held even on a weekend day.
6.
In the Range of Recurrence panel, use the Calendar button to select a
date for the first meeting.
7.
Select End after x occurrences and choose the number of times the
meeting is to occur or select End by and click the Calendar button to
specify a date by which the meetings will cease.
E-mailing a Meeting Invitation
In the MeetMe Conference window, click the Email button to see an
automatically generated meeting invitation. It will look something like this:
Call Handling
In the Invitation window, you can then click the Send by Outlook button.
The meeting invitation is pasted into a new message in Microsoft Outlook,
and the Microsoft Outlook Subject field is filled in with “Conference Call
Invitation”. Choose the people to whom you want to send the invitation,
make any edits you may want to make, and click Send.
Starting and Stopping a Meeting
The meeting host and the MaxAdministrator (“admin”) can start and stop a
meeting.
To start a meeting if you are the host, select the meeting in the MeetMe
Conference window and choose Start. Once the meeting is “started,” the
host can log into it (see “Joining a MeetMe Conference” on page 37).
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35
To stop a meeting before its scheduled duration is over, select the meeting
and choose Stop. Manually stopping a meeting frees up resources.
Otherwise, the resources will not be freed until the scheduled meeting
duration is over.
What the MeetMe Conference Host Can Do
If you are the host of a MeetMe conference, in addition to starting and
stopping a meeting, you can:
• Mute/unmute other participants
Note:
If the conference has more than 30 members, by default all the
members are muted. The conference host can un-mute up to 30
members concurrently.
• Drop participants from the conference
• Make someone else the host
To do any of these, either right-click the person’s name in the MeetMe
window and choose a command from the context menu, or use the buttons
at the bottom of the MeetMe tab:
Mute
UnMute
Change Host
Drop from
Conference
Note:
Changing the host does not affect the Mute setting for the original
host or the new host. If the new host was muted before the transfer
of hosting duties, that host will have to UnMute himself in order to
be heard. Similarly, the original host will still be unmuted if he was
unmuted before transferring hosting duties.
Continuing a Meeting Beyond Its Duration Time
When the scheduled meeting time is up, the meeting may continue if no
other scheduled meeting needs the resources. If another meeting is
scheduled and the resources are needed for that meeting, the current
meeting is terminated.
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Joining a MeetMe Conference
Users calling from an extension can join a meeting by dialing the MeetMe
Conference extension number. Users calling through a trunk must first dial
the company number, then the MeetMe extension number.
Users are prompted to dial the meeting ID number. If the meeting has not
yet been started, the user hears an appropriate message and can try again
later.
If a passcode is required, the user is prompted to enter the passcode.
Recording Calls
The voice recording feature in MaxOutlook allows a user to record
conversations. Recorded conversations can then be played back through
voice mail or accessed at a centralized location.
Note:
WARNING: Listening in to or recording a conversation without the
consent of one or both parties may be a violation of
local, state and federal privacy laws. It is the
responsibility of the users of this feature to assure they
are in compliance with all applicable laws.
Recording on Demand
When the system administrator has set your extension to record on demand
(either to a central location or to your voice mail), you can use MaxOutlook
to initiate the recording.
To record a call — While connected to a call, click the Record button or
right-click the call and select Start Recording from the context menu. While
a call is being recorded, a round red icon appears in the call’s Record
column. If your system administrator has set the Insert Recording Tone
option for your extension, both parties will hear a tone when the recording
begins and every 15 seconds thereafter.
To pause recording — Right-click the call and select Pause Recording.
To end recording — Right-click the call and select Stop Recording.
To listen to the recording — If the system is set to save the recording as
your voice mail, you can hear the recording through the AltiGen Voice Mail
System. If the recording is being saved to a centralized location, contact the
system administrator for the location.
Note:
Do not enter an account code while recording, because doing so
will disconnect the call.
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Call Handling
The voice recording feature is only available to Triton Analog
extensions and IP extensions.
Using Account Codes
If your system is set up to use account codes, you can associate calls with
specific codes for billing or tracking purposes.
Required account codes — If your extension has been configured to
require account codes for all outbound calls, the Account Code dialog box
pops up prompting you to enter an account code for each outbound call. The
dialog box may or may not contain a list of account codes, depending on
how the administrator has configured your extension. After entering the
code, click OK.
If your extension configuration allows you to override the account code
requirement, you can either enter an account code in the field at the bottom
of the dialog box or click OK to bypass the account code altogether.
Optional account codes — You may enter an account code without being
prompted.
To associate a call in progress with an account code — Click the
Account Code button in the MaxOutlook toolbar, or right-click the number,
and choose Account Code from the menu.
In the Account Code dialog box, select an account code if a list is displayed,
and click OK. If a list is not displayed, enter an account code in the Enter
Account Code field and click OK.
Note:
Do not enter an account code while recording; doing so will
disconnect the call.
38 MaxOutlook Manual
To change the account code for a call in progress, repeat the steps above,
entering the new account code to assign the call to.
Using Voice Mail
Click the Voicemail tab in the MaxOutlook window to see a list of your voice
mail messages. Clicking the Voicemail button in the MaxOutlook status bar
also displays the Voicemail tab.
Call Handling
• New voice mail messages are indicated by a white, closed envelope
and bold type.
• Heard voice mail messages are indicated by a green, open envelope.
• Messages marked urgent are indicated by a red, closed envelope.
When you have a message marked urgent, the MaxOutlook icon in the
Windows tray bears a red envelope.
• A paperclip symbol on the envelope indicates an attachment — a voice
mail message forwarded from another extension.
Dealing with Voice Mail
Select the message and use the voice mail command buttons at the bottom
of the Voicemail tab, as shown in the figure below. You can also access
these commands by right-clicking a voice mail and selecting a command
from the context menu.
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39
Listening options are configurable, as described in “General Information” on
page 47. You can listen using the sound card on your PC or your phone. If
you’re not using IPTalk, you can play voice mail to a sound card while your
phone is in the connect state. (You cannot do this if you’re using IPTalk.)
When you listen to a new message, the envelope icon changes from closed
to open, indicating that the message has been heard, and the type font
changes from bold to regular. Also, when you play a voicemail, MaxOutlook
shows Play in the Call Control panel, and shows the play duration . (The
duration does not reflect fast forwarding or rewinding.)
Use the voice mail command buttons to perform the following functions:
Rewind
Play
Return Call
Stop
Fast Forward
Forward
Delete
Export
Save
Save at Remote Server or Export Locally
You can save a message as a .wav file that you can play back later. To do
so, select the message and click either the Save button or the Export button
(or right-click the message and choose Save or Export).
• Save saves the message automatically on a remote server in a location
designated by the system administrator. No file saving dialog box
opens.
• Export opens a file saving dialog box that lets you name the .wav file
and choose a directory in which to store it. You can then play the .wav
file on a media player.
Deleting Messages
To delete a selected message, click the Delete button, or right-click a
message and select Delete from the context menu.
Returning a Call
To return the call, select the voice mail and click the Return Call button or
click the number in the Number field.
40 MaxOutlook Manual
Attaching a Note
To add a note to accompany a voice mail, double-click in the Note field and
type your note. Or right-click a voice mail entry and choose Note from the
pop-up menu. Type your note and click OK.
Forwarding Voice Mail
To forward a voice mail to an extension or a VM Group
1.
Select the voice mail and click the Forward button, or right-click the
voice mail and select Forward.
2.
Call Handling
Typing “h” to
begin the
search for
“High One”
narrows the
list to only
names that
have an “h”
Check the check box next to the extension to which you want to forward
the message.
If you need to search for a person by extension or name, type the first
letters of the number/name into the Search by Number or Name box.
The matching extensions or names display in the list as you type.
Notes:
 Click the column headings to sort the data.
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41
 If the extension name is configured for an extension, it is used to
match the search string. If the extension name is not configured,
then the extension number is used to match the search string for this
extension.
3.
Click OK to complete the forwarding.
Monitoring the Activity of Other Extensions
If your system administrator has configured your extension for monitoring
specific other extensions, you can monitor the activity on those other
extensions or view call history.
If you’re a manager, for example, you might monitor to determine whether
you need more resources in a busy environment. Or you might use
monitoring capability to cover calls for a co-worker, since you can click the
ringing phone icon in the monitor list and take the co-worker’s call.
Choosing Extensions to Monitor
To choose extensions to monitor:
1.
Click the Monitor tab, and click the Select Extensions button at the
bottom of the Monitor page. Extensions to which your administrator has
given you monitoring rights are listed here.
2.
Select the check boxes next to the extensions you want to monitor, and
click OK. If the list is long and you want to search, type a number or
name in the appropriate search box.
The extensions you select will be listed on the Monitor tab.
Reading the Monitor List
The monitor tab includes these fields: State, Extension, Name, Activity,
DND/FWD, Caller Name, Number, Department, Location, DNIS, and
Duration.
The state can be one of the following:
• Idle — the extension is not in use
42 MaxOutlook Manual
• Connected — the extension is in use
• Ringing — the phone on the extension is ringing; you can click the
State field to pick up the call at your own extension
• Conferencing — the extension is on a conference call
• Voicemail — the extension is in voice mail
• Auto Attendant — the extension is connected to an auto attendant
• Holding — the extension is on hold
• Hold Pending — the extension is on hold, and an action is pending
• Virtual Extension
Calling a Monitored Extension
If a monitored extension is Idle (green dot) you can click its Extension field
to ring the extension.
Call Handling
Viewing the Call History
Click the History tab to view data about handled calls.
Note:
Click on the column headings to sort the data.
The History tab displays the following fields:
• Direction — indicates if the call is incoming or outgoing, or was a
missed call. Left-pointing green arrow indicates outgoing call; rightpointing red arrow indicates incoming call. Right-pointing arrow with
exclamation point indicates a missed call.
• Number — the extension or phone number on the other end of the call.
Click a number in the Number column to dial that number.
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43
• Name — Caller ID information, if available.
• Date/Time — the date and time of the call.
When you sort on Date/Time, the calls are sorted by last disconnected
and not in the order the call was received. It is therefore possible to
have a record with an earlier timestamp followed by a record with a later
timestamp.
Also, the timestamp for call data is based on the client system, while the
timestamp for voice mail messages is from MAX Communication
Server. Thus, the times displayed here may not match those in the
voice mail view in the main window.
• Duration — the duration of the call.
• DNIS — DNIS digits collected, if available
• Group — Group number or name
• Note — a note attached to the call. To enter a note, double-click the
Note field and type your note.
Use the Delete button to delete selected calls in the history list. Use the
Delete All button to delete the entire call history list. MaxOutlook will ask
you to confirm the deletion; click Yes to delete or No to cancel:
Using the Contacts Tab
To populate the Contacts tab with the contacts listed in your Microsoft
Outlook, see “CRM Integration” on page 60. Once the list is populated, the
numbers that appear on this tab can be called, transferred to, and
conferenced just like any other number.
44 MaxOutlook Manual
E-mail a contact — Click a contact’s e-mail address to send an e-mail to
the contact.
View the contact’s information — Right-click on a contact to pop up the
Microsoft Outlook contact window for this contact.
Call Handling
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45
46 MaxOutlook Manual
CHAPTER 5
Configuring MaxOutlook
Using the MaxOutlook Configuration window, you can configure the
following behaviors and options:
• General Info — password, default trunk access, and other general
settings.
• Call Handling — forwarding, busy call, and no-answer call handling;
call waiting; number of rings before forwarding; automatic answering.
• One Number Access (ONA) — forwarding of specific incoming calls.
• Message Notification — how and when you want to be notified about
incoming voice messages.
• Call Alerts — screen pops and audio beeps.
• Playing voicemail — through handset or soundcard.
• Integration — integrating with a Microsoft Outlook CRM.
• Display Customization — tab layout. (Theme selection is default
• IPTalk — IPTalk settings.
• Log — enabling a log to be created for IPTalk and for this application
(MaxOutlook) to trace errors.
Note:
Some options may not be available to you.
Click the Configuration button in the MaxOutlook status bar to configure
these options.
In the Configuration window, click Apply or OK to save your changes:
• Apply saves your changes and lets you continue in the Configuration
window.
• OK saves your changes and closes the Configuration window.
General Information
The General Info screen lets you edit your password and the default trunk
access code, release the link tie for IP trunks, and disable auto format.
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47
Configuration
only.)
You can configure these general settings:
• Default Trunk Access — The trunk access codes are defined by the
system administrator. When you get an incoming call over multiple
trunks and cannot issue a return call, the system will automatically
select the default trunk access code to place your call.
• Enable Smart Tag — If you check this option, two things happen:
 In Internet Explorer, a dotted underline will appear under telephone
numbers. You can click the number to make the call.
 In Microsoft Office programs, a Smart Tag action icon will appear by
the phone number. From the Smart Tag’s drop-down menu, you can
select Dial By MaxClient.
Whether the call is made automatically or the number is simply
placed in the dialer box depends on how you set Auto-Dial (see
below).
The Microsoft programs in which you want to use this option must be
open when you set the option. After checking Enable Smart Tag,
you need to close and reopen Internet Explorer and the Microsoft
Office programs. Then you must configure your Microsoft Office
programs to display the Max Smart Tag, as follows.
48 MaxOutlook Manual
Configuring Microsoft Office programs to show Max Smart Tag
In each Microsoft Office program in which you want to use this feature,
select Tools > AutoCorrect Options, and click the Smart Tags tab.
The following figure shows the AutoCorrect dialog box in Excel.
2.
Check Label Data with Smart Tags, and check Max Smart Tag.
3.
Click OK.
Enabling / Disabling the Max Smart Tag in Internet Explorer
You can enable and disable the Max Smart Tag in Internet Explorer. In
IE, go to Tools > Manage Add-ons. The Manage Add-ons dialog box
opens:
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49
Configuration
1.
To enable or disable the MaxIESmartTag, select it and click the Enable
or Disable button at the bottom of this dialog box (not shown in figure).
• Select-n-Dial — Select-n-Dial lets you select a phone number from any
window, for example, Internet Explorer, Microsoft Word, Excel,
Notepad, and so on, and then press the keys you define here to dial that
number. To set up this option,
1.Check the Select-n-Dial check box.
2.Select a combination of keys as your shortcut: Select one key
from the drop-down list. (You can select from 0-9, A-Z, and F1F12.) In addition, check either Ctrl, Alt, or Shift or a combination
of these keys. For example, your shortcut might be Ctrl+F2 or
Alt+Shift+k. Make sure the shortcut you define is not the same as
a shortcut being used in any other program you’re likely to have
running.
3.Click Apply.
You can use this option in conjunction with Auto-Dial, described next.
• Enable Auto Dial — If you check this box, any phone number you dial
using a Smart Tag or the Select-n-Dial method is dialed automatically.
The phone number appears in the Number column and the state
column displays Ringing.
If this box is not checked, then a phone number selected by the Smart
Tag method or the Select-n-Dial method is displayed in the MaxAgent
dialer, and you need to click the Connect button to make the call.
50 MaxOutlook Manual
• Release Link Tie (IP Trunk) — When checked, clicking the Transfer
button will automatically send “FLASH *” to release a tie trunk if the
incoming call is through an IP trunk. (Option is disabled by default.)
WARNING! Before checking this check box, see your phone system
administrator. If your company is using multiple systems and the tie trunk
feature, the administrator needs to have used Enterprise Manager to
synchronize the systems. Otherwise this feature will not work.
Note: The call being transferred must originate from an AltiGen PBX
system running AltiWare ACC/ACM 5.0 or later, or MAXCS
ACC/ACM 6.0 or later.
• Disable Auto Format — If the MAX Communication Server’s country
code is US/Canada, MaxOutlook automatically adds the long distance/
international dialing prefix (corresponding to the server’s country code)
when returning a call from voice mail or when making a call from the
History tab. If this is not appropriate for your setup, check Disable
Auto Format.
Call Handling
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51
Configuration
Click the Call Handling tab in the Config window to configure incoming call
handling for your extension.
Forwarding All Calls
To forward all calls, check Enable Forward to and choose a forwarding
destination. If you want to forward calls to an external number, select a trunk
access code in the drop-down list, then begin with the outside trunk or route
access digit (usually 9) and any long distance prefix digits such as 1 and
area code.
Note:
Forwarding calls to a pager is possible but not recommended since
callers will only hear what is heard when calling a pager and might
not know to enter a return phone number unless instructed.
Do Not Disturb
If you check Enable Do Not Disturb, all incoming calls are forwarded
according to your Enable Busy Call Handling settings, described below.
Checking Enable Do Not Disturb here has the same effect as clicking the
DND button in the MaxOutlook main window.
Busy Call Handling and No Answer Handling
You can use these options to specify how you want to handle incoming calls
when you’re already on the phone or when you can’t answer the phone, for
example, when you’ve checked Enable Do Not Disturb.
If you want to use the auto attendant and you don’t know the number of the
phrase or menu you want to use, check with your system administrator.
Place call in queue is available only if your system administrator has
enabled queuing for you.
Number of Rings Before Forwarding
The Number of Rings Before Forwarding setting pertains to almost all the
options in this screen. It is the number of times the phone rings before the
system forwards the call to an extension, voice mail, or the auto attendant.
To have MaxOutlook automatically pick up the call, check the Enable
Automatic Answering after x Seconds check box and use the arrow keys
to choose the number of seconds.
Note:
The default setting is 0 seconds. If the duration is set to 0, all
incoming calls will go to connect state right away. Neither caller nor
callee will hear a ring tone.
Note:
This feature requires one of the following: 1) an IP or analog
extension to which the system administrator has assigned feature
code #82 (dial tone disabled mode); or 2) MaxOutlook is running
with IPTalk softphone enabled.
52 MaxOutlook Manual
Call Waiting Options
Call waiting options are available only if the Enable Busy Call Handling
check box has been checked, but this option is available only for nonworkgroup calls.
• Single Call Waiting — sets up single call waiting. This feature gives an
alert tone (audio beep) to indicate that a call is waiting. Single Call
Waiting must be selected in order to conference incoming calls.
• Multiple Call Waiting — enables a “non-workgroup queue” of multiple
calls waiting. You must also select the Place Call In Queue option
under Enable Busy Call Handling to enable this option. This allows
you to transfer or park the current call before picking up the next call in
queue.
• Live Call Handling — when enabled, allows a caller to hear a ringback
tone when the called party is in voice mail, paging, transfer, or
conference state.
One Number Access (ONA)
If the system is unable to connect the call (can’t identify a Caller ID or can’t
reach you at any of the numbers you specify), the call is sent to your voice
mail.
When you answer an ONA call, you may be required to enter your extension
password, depending on the configuration for your extension set by your
system administrator.
Before You Set Up ONA
• ONA must be enabled for your extension by your system administrator.
• The settings on your MaxOutlook Call Handling tab must not conflict
with ONA. Specifically:
 Enable Do Not Disturb must not be checked. If it is, when your line
is busy, all calls will go into voice mail and not to the ONA forwarding
numbers you specify.
 Enable Forward to must not be checked. If it is, all calls will be
forwarded according to this setting.
See “Call Handling” on page 51 for details on these settings.
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53
Configuration
If you are expecting calls that you want to receive regardless of where you
are, you can have the system forward those calls to you. You must specify
the Caller IDs for the calls you want forwarded, and the numbers where you
can be reached.
Setting Up One Number Access
To set up one number access,
1.
Click Extension > One Number Access in the Configuration window.
2.
Select the times you want to be available to ONA callers.
If you choose Enable schedule based access, you can set up to four
different schedules in the dialog box that pops up:
Check a Schedule
box and choose the
times you want to
be available
3.
Check the Enable Call Screening check box if you want the system to
prompt the ONA caller to record a caller name to continue ONA.
4.
If you want, check the Verify Caller ID based on the following check
box and then specify the incoming phone numbers for ONA. If ONA
54 MaxOutlook Manual
finds one of these numbers on an incoming call, it will forward the call
to you.
You can enter up to 10 phone numbers in the Caller ID Verification
fields. For local numbers, use 7 digits (5555555). For long distance
numbers, use 10 digits — area code + local number.
Note: If you enter no numbers in the Caller ID Verification fields and
ONA is enabled, ONA is made available to every caller.
Using a Password
You can use a Caller ID Verification field to enter a password number
such as “5555” so that a caller who knows this password can use ONA
to find you, regardless of where they are calling from. Tell the caller to
dial 1 during your personal greeting and then enter the password.
5.
Enter the Forwarding Numbers to be used by the system to find you
when ONA is active. You can set up to four different numbers —
extensions or outside numbers. For outside numbers, use the
drop-down list to select the trunk access code you want to use. Specify
whether the number is an extension or outside number and if a
password is required.
Note:
If your system administrator has not configured your extension to
require you to enter your extension password when answering an
ONA call, then a call forwarded via ONA that is picked up by a voice
mail box, fax machine, or answering machine will connect, and will
not try any subsequent Forwarding Numbers. Therefore, if you want
ONA to use such an option as a last resort, it should be Forwarding
Number 4.
You can set the ONA ring duration from 5 to 45 seconds using the Ring
drop-down lists. Default value is 20 seconds. The system will ring the ONA
target during the specified time limit. If the ring time exceeds 30 seconds,
the system will play a phrase every 15 seconds (playing time is included in
ring time).
Message Notification
You can specify how and when you’d like to be alerted to new messages
when you’re away from your desk. Click Extension > Message
Notification in the Configuration window to display the Message
Notification configuration screen.
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Configuration
When ONA is active, the system dials the forwarding number(s) in the
order from Forwarding Number 1 through Forwarding Number 4. Note
that this number order does not correspond to the Schedule order —
for example, Forwarding Number 2 is not used first during Schedule
Number 2.
You can set these notification options:
• The types of messages about which you want to be alerted: none,
urgent voice messages only, or all voice messages.
• Schedule — Select during what hours you want to be alerted.
• How and where to notify you — Select an option in the Notification
or Reminder Message by calling section. If you want to use an
outside number, use the drop-down list to select the trunk access code,
and then type in the number.
• Voice Mail Groups — You can set up and edit voice mail groups.
Note:
You can also configure Message Notification through the AltiGen
Voice Mail System.
Working with Voice Mail Groups (Distribution Lists)
You can set up voice mail groups (distribution lists) to forward messages to
multiple recipients at the same time. You can set up to 100 personal voice
mail (VM) groups, each with 64 members. Group members can be any
extension or another voice mail group.
There are two types of voice mail groups you can use:
• System-based groups are set up by the system administrator. You
can use but not edit these lists in MaxOutlook. You can, however, add
a comment that is displayed in your MaxOutlook.
56 MaxOutlook Manual
• Personal groups can be set up and modified in MaxOutlook or in your
AltiGen Voice Mail System.
Working on Voice Mail Group Lists
To work on your personal voice mail groups, on the Message Notification
page, click the VMGroup Edit button.
Configuration
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57
Creating a personal voice mail group
1.
Click the New button in the VM Group Edit dialog box. The Create
Group dialog box opens.
2.
Click the drop-down list to select a Group ID.
3.
Enter the VM Group Name and any Comments. These are optional but
will help you identify the group.
4.
Select the member extensions by selecting the check box next to each
extension.
5.
When finished, click OK. Click the Clear button to deselect all
extensions or click Cancel to exit without saving your edits.
Changing a personal voice mail group
1.
Click the VM Group Edit button. The VM Group Edit dialog box opens.
2.
Select the group you want to change, and click the Change button.
3.
Make any changes you need to make for the group name, comments,
or members. To add or remove a member, select or deselect the check
box next to the extension.
4.
Click OK.
58 MaxOutlook Manual
Call Alert Options
If you want MaxOutlook to inform you when you have a call, specify your
desired method(s) in the Configuration window’s Options > Alert screen.
Configuration
You can set these alert options:
• Disable — Disables screen pop.
• Screen Pop — When a new call comes in, the MaxOutlook main
window pops up. You can then answer the call or perform other
MaxOutlook actions.
• Audio Beep — Your computer beeps you when you have a call.
Voice Mail Play Options
Choose Options > Play Voicemail in the Configuration screen to set voice
mail play options.
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You can choose to play your messages on your phone set, or play them on
your sound card and speakers. If you choose to play them on your sound
card, you can have the message play as it downloads, or you can download
it completely and play it on an external media player.
CRM Integration
MaxOutlook can access phone numbers from your Microsoft Outlook 2003
or Outlook 2007 CRM database.
Configure CRM integration in the Configuration window’s Integration
screen:
60 MaxOutlook Manual
Update database when click “OK” button — When you check this check
box, MAX Communication Server refreshes the data MaxOutlook accesses
from the database.
Note:
MAX Communication Server will load all the subfolders and data in
your main Microsoft Outlook Contacts folder, which will take a few
moments. Once the data is loaded, you can close the Configuration
window, reopen it, and click the Select Folder button that now
appears to choose which Contacts subfolders you want to use.
For Screen Pop — Select this check box if you want the Microsoft Outlook
contact window to pop up when you receive a call from someone for whom
you have a record in the Outlook contact directory.
Match Digits — Select the number of digits to match for caller ID. Matching
starts from right and moves left. This option is for calls that go through IP
and for international calls that have a digit prepended, like 0. For example,
if you choose 7 (the default) in the Match Digits field, and the number is
10.10.10.6- 915102529712, MaxOutlook would match the last 7 digits, or
2529712, to identify the caller for you.
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Configuration
Use Database Selector — Check this check box to allow integration of your
company’s Microsoft Outlook CRM database with your MaxOutlook. When
this operation is complete, contacts in the Microsoft Outlook database will
appear on your MaxOutlook Contacts tab.
Tab Layout
You can choose which tabs you want to display in MaxOutlook by rightclicking in the space to the right of the tabs in the main window and selecting
the tabs you want to show. When no tabs are displayed in the main window,
you can click Voicemail (which displays the Voicemail tab). Or you can
configure the tabs in the Configuration window’s Customization > Tab
Layout screen.
Check the tabs you want to display in MaxOutlook, and click OK.
To restore all call control buttons and tabs to the default settings, check
Restore to default layout, and click OK.
IPTalk
If you’re using IPTalk, set the options in the IPTalk configuration screen:
62 MaxOutlook Manual
• Echo Suppression — Check this check box if you are experiencing
echo.
you need high priority service, and the default of “0” set here indicates
high priority service. However, if your company router supports DSCP
EF, then set this field to “A0”. The ToS value is gateway-based. For
guidance, see your system administrator.
• 802.1 — This setting is related to the priority given to voice packets
traversing your network. For guidance on setting this value, see your
system administrator.
• From the Voice Through drop-down list, choose the sound card that
will carry the incoming and outgoing voice. It could be a sound card in
your PC, or it could be a USB-based sound card in your headset
system.
• From the Ring Through drop-down list, choose the device that will
carry the incoming ring. When you’re away from your desk, you may
prefer the ring to come through your PC speakers, rather than your
headset system.
• SIP Transport — These settings secure the SIP signaling messages
and the RTP. SIP signaling is secured using transport layer security
(TLS). RTP or SIP-associated media is secured using the secure RTP
(SRTP) protocol. For guidance with these settings, see your system
administrator.
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Configuration
• ToS(Hex) — The ToS byte indicates the type of service. For IPTalk,
Log
If you want the system to keep error logs for troubleshooting, check the
appropriate box in the Log screen in the Configuration window. Logs are
stored in your \\Documents and Settings\username\Local
Settings\Application Data\AltiGen\MaxOutlook directory.
The Enable IPTalk Log check box is available only if you’re using IPTalk.
The Application log is for MaxOutlook.
64 MaxOutlook Manual
CHAPTER 6
Using MaxCall
MaxCall is intended for agents involved in marketing campaigns and other
campaigns where the same message must be delivered over and over.
Using MaxCall, you can record scripts, called phrases. Then, when you dial
a call and the other party answers, by clicking a button you can hand the call
over to the MAXCS system, which then plays the phrase you selected. This
frees your extension to make the next call. The feature is available on the
MaxCall tab.
A MaxCall license must be assigned to your extension before you can see
the MaxCall tab.
Logging in to MaxCall
When you log in to MaxOutlook, check the Enable MaxCall check box.
Using MaxCall
When you are logged in, the MaxCall tab is available to you.
The MaxCall Tab
The MaxCall tab looks like the following figure.
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65
The MaxCall tab has four columns:
• Phrase — List of phrases, or scripts, that you have recorded. These are
stored on the MAXCS server.
• Date — The date the phrase was recorded or last modified.
• Duration — The duration of the phrase in hh:mm:ss format.
• Notes — Notes you enter about the phrase. Double-click the Notes cell
to enter notes.
The drop-down list at the bottom displays campaign names and the transmit
caller ID for each campaign.
Using a Phrase
1.
From the Campaign Transmit CID drop-down list, select the campaign
applicable to your call. If the callee’s phone displays caller ID, his
display will show the caller ID configured for this campaign instead of
the actual caller ID.
2.
Make a call.
3.
If you get the other party’s voice mail, click the Transfer to Phrase
button. MAXCS takes control of the call and plays the selected phrase.
Your phone is released so you can make another call.
Note:
Instead of selecting the phrase before making a call and then
clicking the Transfer to Phrase button, you can double-click on a
phrase after the call is connected.
Recording a Phrase
To record a message to add to the phrase list,
66 MaxAgent Manual
1.
Click the Add/Review Phrase button. The Add/Remove Phrase dialog
box appears.
2.
Select the Record button.
3.
Enter a name in the Phrase Name text box.
4.
Click the Record button. Your phone will ring.
5.
Answer the phone and record the message.
6.
Click the Stop button. The message is saved as a phrase on MAXCS,
and MAXCS notifies you and adds the new phrase to the phrase list in
MaxCall. The length of the phrase is added to the Duration column.
Reviewing a Phrase
1.
Click the Add/Review Phrase button.
2.
Select the Review/Delete button.
3.
Select a phrase to review from the drop-down list.
4.
To delete the phrase without listening to it, click the Delete button. You
receive a confirmation message. The phrase is deleted from MAXCS
and from the MaxCall list of phrases.
5.
To review the phrase, click the Review button. Your phone will ring.
6.
Answer the phone and listen to the phrase.
7.
You can delete the phrase after listening or simply exit the dialog box.
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67
Using MaxCall
To review a phrase,
68 MaxAgent Manual
APPENDIX A
Errors and Troubleshooting
The following errors may be displayed as login or connectivity errors.
Error Message
Description
Solution
MAX
Communication
Server connection
limit has been
exceeded.
No license was
found OR more
than allowed
number of
MaxCommunicator/
MaxOutlook users
have attempted to
log on.
Maintain the number of
MaxCommunicator license
keys or add additional
session licensing.
Cannot connect to
AltiLink. Please
check server name
or network
connection.
You are not
connected to MAX
Communication
Server.
Check the server field (IP
address or DNS name) by:
1. Pinging the network
server address OR
2. Try using the IP address
of MAX Communication
Server (if using the DNS
name in the server field).
Mail box is in use by
the AltiGen Voice
Mail System and is
temporarily
unavailable.
Wait awhile, then try again.
Mail service is
unavailable.
Please check with
your administrator.
Voice mail service
is not enabled on
MAX
Communication
Server.
Make sure voice mail
service is started.
MaxOutlook Manual
Troubleshooting
Cannot access
voice mail list while
mail box in use.
69
Error Message
Description
Solution
Please register
AlpInterface.dll
(regsver32
AlpInterface.dll).
MaxOutlook uses
this dll to
communicate with
MAX
Communication
Server. It should be
registered in user
system.
Re-register this file. Type in
DOS command window,
regsver32 AlpInterface.dll
You have entered
an invalid
password. Please
try again.
The password is
incorrect.
Enter your extension
password.
Cannot use “IP
Extension
integrated with
IPTalk.”
You tried to log in
with the IP
extension option
without being
assigned an IPTalk
License.
Confirm that your extension
is set up as an IP extension
with dynamic IP address
and that an IPTalk License
has been assigned.
The version of
MaxOutlook on
your desktop is out
of date.
The installed
version of
MaxOutlook does
not match the
version of MAX
Communication
Server on the
system server.
Upgrade MaxOutlook to
match the current running
version of MAX
Communication Server.
Change directory to
MaxOutlook directory, type
regsver32 AlpInterface.dll
Troubleshooting IP Connectivity from a Remote Location
If problems occur connecting to your company’s MAX Communication
Server from a remote location, they may be due to a failure to connect to
your ISP or due to firewalls at your office preventing direct access to the
MAX Communication Server.
As a test, you can choose Run from the Windows Start menu, then enter
Ping <IP address> [ENTER]
where <IP address> is the MAX Communication Server system you want
to connect to. An example of the IP address format is 123.234.231.143
If you do not get a response, contact your LAN administrator for support.
Also, check to verify that the necessary ports are open.
70 MaxOutlook Manual
Index
Numerics
802.1
63
A
AA call state 13
account codes, using 38
activity greetings, recording 15
activity status, changing 14, 15
auto attendant 26
auto upgrade 5
auto-dialing 22
from Internet Explorer 50
from MS Office programs 50
B
broken connection 9
busy call handling 52
busy call state 13
C
call handling
configuration 51
call handling toolbar 12
call history, viewing 43
call holding 24
call information 13
call pending call state 13
call recording 39
call states, described 13
call transfer 25
call waiting 24
multiple 53
calling
by auto-dial 22
using shortcut keys 22, 50
columns, changing order 17
columns, customizing 17
conference call 27
conference call state 13
conferencing
MeetMe 29
station 27
configuration 47
call handling 51
general 47
connect call state 13
Contacts tab 14
CRM integration 60
D
dial field 12
dial tone call state 13
dialing out 22
Directory tab 13, 14
distribution lists 56
Do Not Disturb, configuring 52
Do Not Disturb, turning on and
off 16
downgrade procedure 5
drop from conference 28
E
echo suppression 63
enable
live call handling 53
multiple call waiting 53
single call waiting 53
error call state 13
error messages 69
exiting MaxOutlook 20
F
flash button 24
forwarding all calls 52
forwarding voice mail 41
G
general configuration
47
MaxOutlook Manual 73
Greeting tab 14
H
History tab 14
hold button 24
hold call state 13
hold pending call state 13, 43
I
idle call state 13
installation requirements 3
Internet Explorer
auto-dialing from 50
enabling/disabling Max Smart
Tag 49
IP connectivity, troubleshooting 70
IP extension, troubleshooting 70
IPTalk License 1
IPTalk, mute and volume control 11
IPTalk, using 9
L
licenses 1
limitations 1
LinePark tab 14
live call handling 53
logs 64
M
MaxCall
enabling 65
how to use 65
recording a phrase 66
reviewing and deleting a
phrase 67
using a phrase 66
MaxOutlook
configuration 47
exiting 20
restarting 20
starting 7
uninstalling 4
MaxOutlook doesn’t load 1
74 MaxOutlook Manual
MaxOutlook folder 10
meeting, creating 30
MeetMe conference 29
MeetMe tab 14
Microsoft Outlook CRM
database 60
Monitor tab 14
monitoring other extensions 42
MS Office Smart Tag
auto-dialing from 48
configuring 48
multiple call waiting 53
N
no answer handling
52
O
ONA ring duration 55
One Number Access
password 55
One Number Access setup
Outlook 2010
call controls 10
volume control 11
54
P
pager, and forwarding 52
parking a call 14
password
One Number Access 55
ping 70
play VM call state 13
pop up MaxOutlook when extension
rings 18
R
reconnecting 9
record call state 13
recording calls 37, 39
recording on demand 37
release link tie 51
remote login 8
restarting MaxOutlook 20
ring through list 63
ringback call state 13
ringing call state 13
voice mail groups 56
voice recording 39
voice through list 63
Voicemail tab 14
S
searching 16
Select-n-Dial feature,
configuring 50
session licensing 1
shortcut keys, using to call 50
shortcut keys. using to dial 22
single call waiting 53
SIP transport settings 63
Smart Tags
configuring in Internet
Explorer 49
configuring in MaxOutlook 48
configuring in Microsoft
Office 49
Speed Dial tab 14
speed dialing 23
starting MaxOutlook 7
station conferencing 27
status bar 11
system requirements 3
T
tabs, changing the order 19
tabs, customizing 18
toolbar, call handling 12
ToS(Hex) 63
transfer to auto attendant 26
transferring calls to voice mail 25
troubleshooting connectivity 69
troubleshooting IP connectivity 70
U
uninstalling MaxOutlook
4
V
voice mail
forwarding 41
playing 39
MaxOutlook Manual 75